ServiceNow Requests - sync with status of related issues

ServiceNow Requests SHOULD NOT BE MOVED to other issue types.

ServiceNow Request issue types are integrated with ServiceNow and sync fields and statuses back and forth.
Because of this integration you SHOULD NOT MOVE these issues to another issue type.
1. If you move to another issue type and then transition that new issue type to another status, you will see an error in the Exalate panel.
2. Since the ServiceNow Request does not share workflow/statuses with any other issue type, the status of the new issue type will no longer sync to ServiceNow.
3. Other shared fields may still sync.
4. Because the status will no longer sync, you must manually update the status in ServiceNow.
If you need a different workflow to track the work on a ServiceNow Request, best practice is to create a related issue of the type you need and link it to the ServiceNow Request.
1. You can use the automation tool to keep the ServiceNow Request status updated from the new issue.
2. You can set up rules for each ServiceNow Request status.

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Set up your automation rules:

You must be a Project Admin to perform these steps.

Create a new rule
Add a Trigger = Issue Transitioned
1. From status - leave blank to match all statuses
2. To status - select the IN PROGRESS statuses in your project.
  1. Examples: DESIGN IN PROGRESS DESIGN REVIEW IN PROGRESS DEV DONE LOAD TESTING UAT MERGE VALIDATION etc
  2. Make sure you include all IN PROGRESS statuses in order to transition your ServiceNow Request appropriately.
3. Save
Add a Condition - Related Issues Condition
1. Related issues - Linked issues
2. Link type - All link types
3. Condition - Some match specified JQL
4. Matching JQL - issuetype = "ServiceNow Request" and status != "Work in Progress"
  1. This will only update the ServiceNow Request if it is not already in WORK IN PROGRESS status.
  2. Validate your query
5. Save
Add a Branch rule / related issues
1. Type of related issues - JQL
2. JQL - issuetype = "ServiceNow Request"
  1. Validate query
3. Check the box next to “Only include issues that have changed since the last time this rule executed”
4. Save
Add an Action - Transition issue
1. Destination Status - WORK IN PROGRESS
2. If you want to copy additional information over to the ServiceNow Request, you can what fields to set on the ServiceNow Request here. Example - Assignee can be copied from the trigger issue.
3. Save
Name your rule and Publish.

Create a new rule
Add a Trigger = Issue Transitioned
1. From status - leave blank to match all statuses
2. To status - select the DONE statuses in your project.
  1. Examples: COMPLETED ACCEPTED CLOSED DONE etc
3. Save
Add a Condition - Related Issues Condition
1. Related issues - Linked issues
2. Link type - All link types
3. Condition - Some match specified JQL
4. Matching JQL - issuetype = "ServiceNow Request" and statuscategory != "Done"
  1. This will only update the ServiceNow Request if it is not already in DONE statuscategory.
  2. Validate your query
5. Save
Add a Branch rule / related issues
1. Type of related issues - JQL
2. JQL - issuetype = "ServiceNow Request"
  1. Validate query
3. Check the box next to “Only include issues that have changed since the last time this rule executed”
4. Save
Add an Action - Transition issue
1. Destination Status - CLOSED COMPLETE
2. If you want to copy additional information over to the ServiceNow Request, you can what fields to set on the ServiceNow Request here.
3. Save
Name your rule and Publish.

Follow the above steps for any other status mapping you want to automate.